Product Support Representative III

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.

What are We Looking For?
As a Customer Support Specialist, you are a fully proficient individual contributor capable of independently managing a broad range of customer issues, including moderately complex cases. You operate with autonomy, demonstrate strong diagnostic skills, and contribute to the overall quality and effectiveness of the Support team. This role requires strong platform expertise, consistent SLA performance, and the ability to identify patterns in recurring issues.

Key Responsibilities:

Advanced Case Handling

• Resolve standard and moderately complex customer cases independently
• Conduct detailed diagnostics before escalation
• Collaborate cross-functionally when needed to resolve issues
• Maintain SLA and CSAT performance while managing workload effectively

• Maintain strong product knowledge across key modules
• Use AI tools effectively to enhance resolution quality
• Contribute to knowledge base updates
• Share insights on recurring issues during team discussions

• Ensure 100% escalation template compliance
• Identify recurring issues and recommend improvements
• Participate in QA calibration sessions
• Support onboarding by answering technical questions from newer team members

• 2-4 years' experience in technical support or enterprise platform support
• Strong troubleshooting and analytical skills
• Proven ability to work independently
• Strong customer communication skills
• Experience collaborating with cross-functional teams

• Maintains average 6 solved tickets per day
• Achieves 90%+ CSAT
• Resolves 70%+ urgent cases within 3 business days
• Demonstrates consistent quality in escalations
• Contributes to documentation and process improvements
• Acts as a reliable resource for peers